services & solutions - m&c associates · services & solutions your ivr and contact ......
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Services &
Solutions
Your IVR and Contact
Center Experts; servicing
Avaya legacy and current
offers as well as Genesys
M&C Associates, LLC
700 Veterans Memorial Hwy, Suite 335
Hauppauge, NY 11788
www.m-cassociates.com | (631) 467-8760
Application Development Application development for Avaya Experience
Portal/Voice Portal, Nortel (Periphonics) MPS or VPS
platforms as well as Genesys CX Platforms is just one of
our core competencies.
Experience Portal Services We have in depth knowledge and experience in Avaya
Aura Experience Portal. Our highly-skilled, certified
AAEP field engineers can deliver Moves, Adds,
Changes, configurations, Security Patching and
installations of the latest versions of Avaya Aura®
Experience Portal. In addition, M&C has a full set of
courses and workshops that can be delivered remotely
or at your location with our subject matter experts.
Contact Center Services We have in depth knowledge and experience in Nortel
and Avaya Contact Center Software, including
Symposium, Nortel Contact Center and Avaya Aura®
Contact Center solutions. Our highly-skilled, certified
Contact Center field engineers can deliver Moves,
Adds, Changes, configurations and installations of the
latest versions of Avaya Aura® Contact Center. In
addition, M&C has a full set of courses and workshops
that can be delivered remotely or at your location with
our subject matter experts.
IVR Optimization Services M&C offers IVR Optimization Services to help you
optimize usability and overall performance of your
Interactive Voice Response system. We will do a
complete analysis of your IVR call flow and caller
behaviors to understand where and why callers are
opting out. We'll provide you with a comprehensive
analysis of your application to show you how to
optimize IVR performance and caller experience.
About M&C M&C Associates, LLC is a premier provider of Contact Center, IVR, Speech, and CTI solutions to
enterprises, government agencies, and service providers across the United States and Canada. With over
30 years of experience in IVR system and Contact Center deployments worldwide, we have a keen
understanding of customer requirements and are proud of our successes in meeting and exceeding
their expectations.
We provide a full suite of services and solutions for the Genesys CX Platform, Avaya Voice Portal and
Contact Center—AAEP, AACC, and MPS 500/1000, and legacy platforms Nortel Symposium and
VPS. M&C offers business consulting services, program management, system design, application
design and development, advanced speech design and implementation, CTI and web solutions
integration. We assist clients with migration of existing applications to a new platform or a complete
ground-up system redesign to take advantage of newer technologies.
M&C Associates: Customer Satisfaction through Integrity, Reliability and Value.
Day 2 Support Day-2 Support is for those with Avaya Aura® Contact Center-
AACC and Experience Portal-AAEP, providing high level service
upon 'implementation cutover' day to guarantee optimum
efficiency for the contact center. Day-2 Support prepares contact
center management to be more self-sufficient with 'built-in tools'
and an escalation process.
IPROWATCH (Proactive Monitoring) iProWatch is an intelligent, comprehensive, and proactive IVR
platform and application monitoring service. The service is
designed to reduce downtime and improve end-user experience,
by periodically checking all hardware, software and custom
application functions to ensure proper system operation.
System Maintenance M&C offers maintenance services for the Nortel MPS, VPS and
Avaya Experience Portal platforms. You can choose from
annual service plans, including Gold (9 hours, 5 days per week)
and Platinum (24 hours, 7 days per week). Field Engineering
includes yearly preventative maintenance and on-site hardware
and software support as required. Support services include
telephone support, parts delivery and consultation.
Our vast experiences in the
Government, Financial and Healthcare
Industries have shown us how important security
and minimal downtime is, not just to your
business, but all those who rely on you.
M&C is headquartered in Hauppauge, New York
with regional offices across the US and Canada!
How can we help you?
Replacement/Upgrade
of current system
Application
Development
System Maintenance
& Support
Training
Nortel VPS/MPS New/Modifications of
Existing
Upgrades/Migrations Avaya AAEP/AACC
Avaya AAEP/AACC Design Specifications 24x7 and 8x5 System
Administration
Genesys Audio Services with
Vocabulary Recording
Day 2 Support POM
Speech Applications and Grammar Tuning
iProWatch/Proactive
Monitoring
OD/Orchestration
Designer
POM Campaigns Preventive Maintenance and more!
ConsoliData and more! Project Management
Audio Services Our state-of-the-art recording studio is designed
specifically for high quality voice recording. We offer a
complete range of services at very competitive
rates. We also have a considerable number of voice
talent and languages available.
Project Management M&C offers superior project management skills
because we provide a single point of contact for all
issues from critical path to daily operating procedures.
Our project managers are responsible for all phases of
project life cycle from pre-sales to project closeout.
Project Management Includes: System, Project
planning and reporting, Risk Management, Coordinate
all site preparations, Test support and planning.
Training M&C offers training workshops for the Nortel MPS,
VPS and Avaya Voice Portal platforms. M&C offers
PeriPro, MPS Developer, and Orchestration Designer.
M&C also offers System administration for the VPS,
MPS and Experience Portal. M&C has a full set of
courses and workshops that can be delivered remotely
or at your location with our subject matter experts. Proactive Outbound (Avaya & Genesys) Proactive Outreach Manager Support empowers
Business Analysts and Contact Center Managers to
become more self-sufficient with hands-on
capabilities. Designed to implement automated
outbound campaigns, these campaigns can be sent by
SMS texts, emails, or phone alerts and notifications,
agent-based predictive dialing, interactive services-or
a combination are also provided. Creating engaging
interactive campaigns that give customers the
information they need when they need it, in the way
they choose to receive it.
Avaya users can rely on POM for your Avaya Aura©
Experience Portal-AAEP to get the job done.
Genesys Proactive Communications enables effective
proactive customer communications and prospect call
backs across multiple channels through calls, voice
messages, email, SMS and webchat.
M&C staff are nearly all former employees of
Periphonics/Nortel/Avaya...
Giving us over 30 years’ experience!
Reaching Out to M&C: Lou Marianacci | President and CEO of M&C | [email protected] | 631.467.8765
Kelly Ann Palacios | V.P. of Sales – Northeast | [email protected] | 631.467.8762
Joe Di Marzo | Director of Sales - Canada | [email protected] | 514.953.7032
Leanora Gordon | Director, Business Relationships | [email protected] | 631.648.7931
Karen Ferraro | V.P. of Marketing | [email protected] | 631.415.4834
General Inquiries: [email protected] | 631-467-8760
Imagine
the Possibilities…
Call today!